All the reasons why Sprint is closing call centers

By Judy Mottl | December 10, 2008

A story this morning at [Forbes.com ](http://www.forbes.com/2008/12/09/sprint-nextel-telco-markets-equity-cx_ra_1209markets29.html?partner=yahootix) caught my eye as it has to do with Sprint, the number three wireless carrier struggling to stay in the race with AT&T and Verizon Wireless.

The story notes that Sprint is closing call centers, and may give the impression that the move is primarily tied to the carrier's loss in subscriber base.

After all, fewer customers means less needed support right?

Yes, Sprint has lost customers. There is no denying that fact. But then again CEO Dan Hesse has put great emphasis this year on improving the customer experience.

That means happier customers from the get-go. Happier customers mean less complaint calls and less need for customer service agents after the initial sign-up event.

In fact, Hesse mentioned in a recent earnings call that Sprint was closing support centers specifically because customer service has improved.

Closing centers that aren't needed saves money and a smart move. Cash is king in this economy.

But closing centers isn't always an indicator that things are getting worse.